Global Journal of Management and Business Research, A: Administration and Management, Volume 23 Issue 10

© 2023. Janaina Piana, Fernanda Cavicchioli Zola, Aline Tomeleri da Costa, Gabriel Secco Paz & Daiane Maria De Genaro Chiroli. This research/review article is distributed under the terms of the Attribution-NonCommercial-NoDerivatives 4.0 International (CC BYNCND 4.0). You must give appropriate credit to authors and reference this article if parts of the article are reproduced in any manner. Applicable licensing terms are at https://creative-commons.org/ licenses/by-nc-nd/4.0/. Global Journal of Management and Business Research: A Administration and Management Volume 23 Issue 10 Version 1.0 Year 2023 Type: Double Blind Peer Reviewed International Research Journal Publisher: Global Journals Online ISSN: 2249-4588 & Print ISSN: 0975-5853 Innovative Multicriteria Approach to Business Process Management Maturity in the Public Sector By Janaina Piana, Fernanda Cavicchioli Zola, Aline Tomeleri da Costa, Gabriel Secco Paz & Daiane Maria De Genaro Chiroli Federal Technological University Abstract - Purpose: The objective of this work is to propose a business process management maturity model (BPMMM), prescriptive and with multicriteria decision-making approach (MCDM). Design/Methodology/Approach: The relevant literature was examined to develop BPMMM. The Analytic Hierarchy Process (AHP) method was chosen to evaluate the weight of the capabilities. The Fuzzy Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) method measured the maturity level. The model was applied in property divisions (DIPAT) of two federal universities (public institutions) with comparative and prescriptive purpose: Reference DIPAT and Real DIPAT. Findings: The AHP method allowed the analysis and weighting of capabilities. Fuzzy-TOPSIS has enabled the determination of maturity level effectively. As a result, Reference DIPAT and Real DIPAT obtained maturity level 3 (defined). Through comparative analysis, the critical factors for improvements in Real DIPAT were: strategic alignment, culture and people. Keywords: business process management, maturity model, multicriteria decision-making. GJMBR-A Classification: JEL: M15 InnovativeMulticriteriaApproachtoBusinessProcessManagementMaturityinthePublicSector Strictly as per the compliance and regulations of: